Front line officers in most
organisations are the richest and untapped source of ideas and innovation. They are closest to customers and understand
their need best. They possess the know-how
to solve operational problems.
In most work experiences, innovation
often times comes from the bottom. The
closest to the problems are in best position to proffer solutions to solve it.
The Turtle Tank Story – A Life Lesson
An operator of an Aquarium in San
Diego (USA), said something very instructive.
If you buy a young turtle and put it in a small aquarium, it will only
grow to the size that fits the tank.
Employers have boxed their employees
with rules, bureaucracy, hierarchy that stunted their personal growth and
organisational contribution – Turtle Tank Syndrome.
Top executives fail to ask for ideas
and her dismissive of suggestions from front line officers.
Single mistake by front line officers
can be transmitted via tweeter in a second, destroying the brand of such
company.
Fostering leadership judgement and
innovation at front line cultivates enhanced customer relationship, employee
engagement and creation of long term value for the organisation.
Front line officers are the heart and
soul of the organisation. Top management
must stay in direct contact with front line officers and use their
information/data analytics to define and refine organisational customer
strategy.
We all must know in specific terms
what we do that impact our customer patronage; if we don’t, we have no business
being an employee of that company.
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